Ocean Technologies Group

Customer Success Manager – Fixed Term Contract

Ocean Technologies Group

contract

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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About the role

  • Customer Onboarding & Implementation
  • - Lead customer onboarding by ensuring a smooth transition post-sale.
  • - Oversee solution integration, deployment, and user training to maximize adoption.
  • - Collaborate with internal teams to score deployment success and customer acceptance.
  • ** Customer Relationship Management & Value Delivery
  • - Work closely with customers to understand KPIs, business impacts, and ROI expectations.
  • - Develop and execute customer success plans tailored to their goals.
  • - Conduct regular check-ins, QBRs, and performance reviews to ensure alignment.
  • - Measure and analyze customer impact, adoption, and satisfaction.
  • Retention & Growth
  • - Drive adoption strategies to maximize the value customers receive.
  • - Lead renewal discussions and negotiations to ensure continued business.
  • - Identify expansion opportunities (cross-sell, upsell) and collaborate with Sales.
  • - Support CPI (Customer Performance Index) presentations and negotiations.
  • Issue Resolution & Advocacy
  • - Act as the primary escalation point for customer issues and concerns.
  • - Coordinate with Support, Professional Services, and Sales to resolve challenges.
  • - Gather customer insights to influence product roadmap and service improvements.
  • Success Metrics
  • - Customer retention & renewal rates.
  • - Increase in adoption & customer satisfaction (NPS, CSAT, etc.).
  • - Revenue expansion through upsells and cross-sells.
  • - Reduction in customer escalations and churn.

Requirements

  • Bachelor’s degree in business, Marketing, Communications, or a related field
  • A relevant certification in Customer Success or Account Management is a plus
  • 3-5 years of experience in a customer success, account management, or client-facing role within a technology or SaaS environment
  • Demonstrated experience in managing large or complex customer accounts with a focus on relationship management and customer satisfaction
  • Excellent communication and interpersonal skills, with the ability to build rapport and trust with both internal teams and customers
  • Strong problem-solving skills, with the ability to navigate complex situations and find solutions that benefit both the customer and the company
  • Experience using CRM systems (Salesforce, HubSpot, etc.) and customer success tools (e.g., Gainsight, ChurnZero)
  • A data-driven approach to monitoring customer health and success metrics
  • Strong attention to detail, organizational skills, and the ability to manage multiple accounts simultaneously
  • Ability to work independently and collaboratively in a fast-paced environment
  • Passion for customer success and a proactive mindset to deliver exceptional service.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer onboardingsolution integrationdeploymentuser trainingcustomer success planscustomer impact analysisadoption strategiesrenewal negotiationscross-sellupsell
Soft Skills
communication skillsinterpersonal skillsproblem-solving skillsorganizational skillsattention to detailrelationship managementtrust buildingcollaborationproactive mindsetcustomer advocacy
Certifications
Bachelor’s degreeCustomer Success certificationAccount Management certification